Sr. Manager of Client Success – Pharma

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Our client, in the pharmaceutical space, Senior Manager of Client Success is a player/coach role that serves as the principal liaison for clients and internal stakeholders focused on overseeing flawless execution of patient engagement programs, managing the client relationship with an eye on growing the business relationships, and managing/ coaching a team of Customer Success Managers and/or Customer Success Associates. A successful SMCS is a proven leader able to develop trusted client relationships and determine an execution path when confronted with ambiguity and unique circumstances.

Senior Manager of Client Success is a client-facing role with key responsibilities of estimating, program design, contracting and reporting to align to company financial objectives and optimize overall program success and strategic client goals They will be key stakeholders in any escalations or troubleshooting needs. They collaborate closely with various internal teams such as Sales, Clinical Solutions, Creative, Analytics, Operations, Finance, Network and Legal and may be a point of contact for critical technical issues with Engineering, Product Support and Data Architecture.

Role Responsibilities:

Manage, coach and develop direct reports to increase skills and core competencies Manage a pharma book of business to oversee programs throughout the entire program lifecycle including estimation, contracting, design and reporting Build strong client relationships as a trusted advisor, identify Monitoring opportunities to grow business and extend client relationships Deliver program status reports and presentations to clients and internal stakeholders Manage CSMs and/or CSAs to support flawless execution of patient engagement programs that deliver results for clients Serve as internal advocate for client goals and requirements, coordinating with multiple internal groups to identify and meet client needs within program framework. Monitor program execution, performance, progress and budget, plus forecast revenue Collaborate with Analytics on measurement planning, execution, and reporting Utilize data understanding and strong data management practices to interpret budget trends, identify discrepancies, and ensure accuracy in reporting. Maintain and organize client data within Salesforce and CRM systems Develop and maintain internal processes and documentation needed for efficient operations Contribute to or lead special projects in collaboration with other departments when assigned

Qualifications & Experience:

• Bachelor’s degree, or equivalent experience
• 3+ years people management experience
• 8+ years Client Success or Account Management experience
• 3+ years pharma DTC advertising experience
• Skilled at understanding and working with data

Company Values:

• Operate with Integrity. Do what’s right, even when no one is watching.
• Innovate with Passion. Believe in the power of innovation to create positive change.
• Seek to Solve. Tackle challenges head-on.
• Commit to Continuous Improvement. Challenge ourselves to be better every day.
• Leverage Collective Strengths. Work as a team to foster open and transparent communication.

Skills & Core Competencies

Proficient in Microsoft Office applications, with an emphasis on power point development Proficient with CRM software, including Salesforce, for client data organization and lifecycle tracking Demonstrated people management skills, including effective communication and the ability to navigate complex situations Excellent communicator across all modals Excellent time management and problem-solving skills Capable of adapting quickly to situations

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